COVID-19 UPDATE: We're still open, and delivering. We've taken all precautions to keep staff and customers safe. Click here for more

Returns - FAQs

  1. I've changed my mind, how do I cancel my order?

    If you need to cancel an order for any reason, please get in contact with us immediately by email ([email protected]) or by phone (0116 274 4059) and providing us with your order reference number. Once you have received the cancelled order, please return the item to us within 30 days of receiving the parcel.

    All goods must be returned unused and in original packaging. Please be aware that we cannot refund goods that have been damaged whilst in your possession. We are not responsible for any return costs associated with unwanted items, and you will need to arrange the shipping yourself to ensure safe return.

    Read more
  2. My order is damaged, what should I do next?

    Customers should fully inspect any orders received on the day they arrive. You then have 48 hours to notify us of any faults or damage to your order. We strongly advise contacting us via email or telephone in these circumstances. We will then notify you of the next stage of action. Finally, we will either arrange collection of the goods, request that either you send the goods back to us, or are disposed of.

    Sign in to our Help Centre 'My Order' section, which will allow you to Report a Damaged Item quickly and easily.

    If items are returned to us, we ask that you also send any receipts for postage costs you may incur so we may refund the full cost of postage.

    Read more
  3. How do I return something to you if I live in the UK?

    Please contact us by email ([email protected]) or by phone (0116 274 4059). We will then notify you of the next step.

    Our returns address is:

    Nexus 64 St. Barnabas Road Leicester LE5 4BD

    Read more
  4. Can I exchange an item instead of receiving a refund?

    Unfortunately, we do not offer exchanges on goods. You will need to purchase separately in a new order.

    Read more
  5. Have you received the items I have returned to you?

    You should check with your courier to see how long it takes for returned items to arrive back with us. Once goods are received by us it generally takes 7-10 days to process your refund.

    Read more
  6. I have more queries regarding returning an item, who should I ask?

    Our returns policy can be found on our website, alternatively please call our customer services team on 0116 274 4059.

    Read more
  7. What are your returns address?

    What are your returns address?

    If you need to return an item, our returns address is:

    Banyo Ltd t/a Nexus

    International House

    64 St. Barnabas Road

    Leicester

    LE5 4BD

    Read more
  8. Can you pick up a return from me?

    Unfortunately, we cannot arrange to pick up any returns, and you are responsible for arranging safe postage of any returned items.

    Read more
  9. Do you offer a collections service?

    Unfortunately, we do not offer a collection service

    Read more
  10. How long do returns take to process?

    Once your returned goods have been received by us it will take 7-10 days for the return process to be complete.

    Read more
  11. What is your returns policy?

    If your goods are unwanted but still in a re-sellable condition, you have 30 days in which to notify us. Unfortunately, our returns policy states that after 30 days we are only able to offer an exchange. All goods must be unused and in original packaging upon return. We cannot refund any goods that have been damaged whilst in your possession. Please be aware that it is your responsibility to arrange the shipping on unwanted items. We are not responsible for any return costs on unwanted goods.

    View full returns policy

    Read more
  12. Do you offer free delivery?

    Free standard delivery is available for orders over £499 for a limited time only. For more information on delivery costs, please visit our Shipping and Returns page.

    Read more